Technology
5. Flexibility
changing circumstances. The pandemic really brought this to the fore. Many organisations struggled to adapt, either because their systems weren’t flexible, or because they didn’t have the relevant expertise with the ability to make swift changes. Experience from working across several clients can prove invaluable. During the pandemic, payroll teams were split up as remote working became the norm, but technology played a crucial role in delivering good communications. Video technology brought people closer together again; team members could be in Glasgow, Manchester and London, but they were able to maintain their flexibility and build on what worked best for the team. The changing environment, combined with advances in technology will also allow for greater use of robotic process automation. This will give payrollers time to develop more valuable skills, rather than being focused on repetitive tasks. Against this backdrop, data protection has never been more important. Platforms need to be secure, risks assessed and managed – the client needs confidence and trust in the systems. It requires the right levels of investment; this is not an area in which to cut corners.
consultations and CIPP workshops. We are committed to driving forward the profile and recognition of the profession, which will subsequently drive the trust between client and professional. Online hubs can help share this expert knowledge, allowing clients access to a wide range of pay-related topics – tax, benefits, regulations, upcoming legislation, etc. These details can make the difference. If you want to be seen as a trusted adviser, you need to have the answers at your fingertips. An external payroll provider needs to be more structured and have the right technical ability – everything that is done is repeated across many clients, whether that is processing a payroll, onboarding a client, or even just a new employee. At the same time, it will be thinking about growth – looking six to 12 months ahead, whether it has the systems, processes, and capacity in place to accommodate more clients. Internal teams could face similar challenges, such as when a new business is acquired, but these events can be rare and could occur in a less structured way. Payroll professionals need to constantly deliver, but when given the right support, they can deliver so much more. n
The ability to react to a rapidly changing situation is paramount to ensuring a successful client relationship. An agile, flexible operation will move swiftly and pro- actively, identifying future changes, as well as reacting to more immediate demands. A positive response to change will build trust and further develop a healthy relationship with the business. The pandemic has seen an increasing move towards outsourcing in many areas, including payroll. External providers have had to respond rapidly to scale up and meet this increased demand. But with greater flexibility, and robust structures and processes, they can successfully navigate this increasing demand. Along with many aspects of work, this is likely to form a permanent part of the new working world.
6. Service levels
4. Investment
TIPS FOR WINNING CLIENTS
● Show how you’re addressing the changing landscape and demands within the business; scan the horizon and ensure upcoming changes are understood at all levels ● Prove you have the agility to adapt, and demonstrate your technology is flexible enough to accommodate changes, often at short notice ● Allow clients to access your expertise – online hubs can be highly effective in sharing payroll knowledge and insight ● Be as responsive as possible – a responsive payroll team leads to happy clients ● Be there for the whole employee journey – from onboarding and contract design to global mobility and flexible benefits; an effective team will be able to advise and offer solutions at every employee touchpoint ● Remember, it’s not just payroll, but so much more.
Ultimately, a payroll function, whether it is an external bureau or in-house department, will be judged by its service levels, and how well it accommodates multiple clients, even though the processes will be the same. But it’s possible the expectations that are placed on payroll professionals working in a bureau environment can be higher, with the increasing need to respond to multiple requests and demands, while at the same time being pro-active with advice to clients. An external payroll provider positions itself as an expert on a wide range of issues, so its clients will expect to see and hear that expertise. There’s probably a greater expectation from the client that this will happen. But equally, an external provider will be able to tap into a wide network of expertise. Therefore, our own experts at BDO sit on key industry panels, they feed into Her Majesty’s Revenue and Customs’
Investment isn’t just about having the latest technology; it’s also about people, training and development. It’s about developing expertise that can be applied across a range of businesses. Every time a new business or employee is taken on, it’s an opportunity to learn more. A good, well connected payroll team will pass on that knowledge. Investment is about giving the team the right tools to be able to handle many competing demands. Assessment tools will prove invaluable in understanding every aspect of pay – sickness, maternity, benefits, pensions – which can be tailored for every employee on the payroll. It’s about spending the time to understand the business. This investment has costs, both financial and in time, but the returns on investment can be significant, and will ultimately lead to a better service.
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| Professional in Payroll, Pensions and Reward |
Issue 78 | March 2022
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